Russell Cellular

My elderly mother moved to Arkansas in 2020 with a phone I purchased in 2018. She needed help and went to Russell Cellular in Ash Flat Arkansas. The employees were rude and nonhelpful. Furthermore, the phone was worse after the visit. They have convinced her she needed a new phone --- Four,,,,4 times. Now Verizon is holding her sim card hostage and I cannot find out why. I am not sure how a company can operate that way and stay in business.

My first impressions of the store were not good Bored, bearded young men that barely looked up from their phones when I came in the first time The second time, they were hanging out in front of the store on vape pens and came inside to answer my phone questions with 'yes' or 'no' answers and an attitude of boredom, barely tolerating me as an interruption As a manager myself, I saw an opportunity to affect change I interviewed for this company and the interview went well I was "vastly overqualified" but really looking for a change and love the technology I liked what she told me of their culture I texted back and forth with the new Store Manager, ***, and completed their background check and was looking forward to proceeding to a second interview or start date It would take two texts to get a response from ***, and even after calling the store Back and forth, she told me I was still a candidate but made multiple excuses and thanked me for my patience After almost two months of weekly check-ins from me, she finally gave me the answer that they have filled the positions via transfers but they might overstaff for the holidays I don't appreciate being strung along for this long given hope The management of this branch is clearly as unprofessional as their staff As a Verizon customer, I considered taking my business to another company, but instead I will just avoid Russell Cellular They will miss out on my upgrade to a new phone, new internet and upgraded accessories, let alone someone who would have made an awesome team member

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I am not
satisfied because our broken phone was taken by the representative and not returned. We walked out of the store with a replacement phone so there was no box, no phone, and they owe me a credit. If they would like to not resolve this now to my satisfaction my only recourse is to take the establishment to small claims. I am waiting for the response so I may know which direction to proceed. I cannot locate a tracking number because I have not been in possession of one. You cannot STAND on a policy as your out for being responsible. POLICY WAS NOT FOLLOWED! So why do I have to suffer!!!!!! *** billing is aware of the situation and has tracking of my conversation dealing with the billing. PLUS a month late fees. So far those late fees add up to
Regards,
*** ***

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I am not...

satisfied because our broken phone was taken by the representative and not returned.  We walked out of the store with a replacement phone so there was no box, no phone, and they owe me a credit.  If they would like to not resolve this now to my satisfaction my only recourse is to take the establishment to small claims.  I am waiting for the response so I may know which direction to proceed.  I cannot locate a tracking number because I have not been in possession of one.  You cannot STAND on a policy as your out for being responsible.  POLICY WAS NOT FOLLOWED!  So why do I have to suffer!!!!!!  [redacted] billing is aware of the situation and has tracking of my conversation dealing with the 299.00 billing.  PLUS 5.00 a month late fees.  So far those late fees add up to 30.00.

Regards,